Assistant Manager-Business Leader-Leadership and Management

Education:

Minimum of Matriculate or must have completed 12 years of education in any discipline

Work Experience Requirements:

4-6 years of experience in insurance, customer service, claims management, handling voice and queries, customer escalations etc. with excellent verbal communication skills  – Required

• As an Assistant Manager, You Are Responsible for:
• Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, quality and ensuring that 
• productivity targets are met 
• Motivate team members and control attrition 
• Complaint and escalation management 
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements. 
• Provide coaching and feedback to team members to enable them to improve their performance. 
• Assist new hires such that they are productive on the floor in the shortest possible time frame 
• Client Interaction, where required – Daily/Weekly/Monthly 
• Ensure compliance with internal policies and procedures, external regulations and information security standards. 
• Collect and provide data required for various audits like GI/Internal Audit
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Management reporting and oversight
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams 
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Effectively manage queue and balancing of work loads